SUMMARY:

• Sr. Salesforce Business System Analyst with 9+ years of experience specializing in digital marketing and digital advertising projects implementing digital transformations with Salesforce Marketing Cloud and Pardot.
• Extensive knowledge about Salesforce CRM platform with 140 Badges on Salesforce’s Trailhead and active on Salesforce’s Trailblazer Community.
• Successfully implemented Sales Cloud, Service Cloud, Analytics Cloud, Financial Services Cloud, Community Cloud, Commerce Cloud and Pardot in sync with Marketing Cloud while implementing digital marketing strategies.
• Experience working on Salesforce Cloud tools like Automation Studio, Email Studio, Mobile Studio, Web Studio, Data Studio, Advertising Studio, Social Studio, Journey Builder, Content Builder, Audience Builder, Segment Builder, Salesforce DMP (Data Management Platform), Datorama and Google Analytics 360.
• Solid understanding of Analytics Cloud and Einstein Analytics tools like Einstein Prediction Builder, Einstein Activity Capture, Einstein Opportunity Insights, Einstein Discovery and Sales Cloud Einstein for development of Einstein Chatbot functionality.
• Proficiency in working with both Salesforce environments: Salesforce Classic and Salesforce Lightning version.
• Extensive knowledge about Salesforce Administration which includes creating workflows, validation rules, approval process, field security settings, formula fields, creating and editing permission sets and OWDS (Organization Wide Default Settings), rollup summary, data imports using data loader and data import wizard.
• Also, including web - to-lead and web-to-case forms, Chatter enabling and global actions, setting up audit trail and field history, field trip analysis, downloading and installing apps from Appexchange, creating email templates, lead assignment and case assignment rules, and change of logos for different salesforce organizations.
• Brief understanding of Apex and Visualforce that includes Apex triggers, Lightning components and Visualforce tags, controllers and extensions along with governance limits for Salesforce.
• Expertise in integrating Google Analytics with websites and implementing SEO (Search Engine Optimization) to extract meaningful insights about traffic flow, page-click, opens and overall performance of the website.
• Strong understanding and work expertise of SDLC (Software Development Lifecycle) methodologies including both agile such as Waterfall, Spiral, RUP and XP (Extreme Programming) and non-agile like Scrum framework, Kanban framework with Kanban board and swim lanes (To-Do, In-progress, Done).
• Knowledge about SAFe (Scaled Agiled Framework) with different stages of PI Planning, ART (Agile Release Train), Architectural Runways, Enablers along with two other frameworks like LeSS (Large-Scale Scrum) and Nexus Framework.
• Performed Gap Analysis, Cost Benefit Analysis, Feasibility Analysis, Impact Analysis, Risk Analysis and ROI Analysis to learn about different facets of the projects and to measure and build an approximate estimations.
• Solid experience authoring or contributing to both program-level and user-level software-related documentation such as BRD (Business Requirements Document), FRD (Functional Requirements Document)/FRS (Functional Requirements Specification), RTM (Requirements Traceability Matrix), Project/Release Burndown charts, Burnup charts, Sprint Burndown charts and Technical manuals.
• Highly skilled in creating UML diagrams like Sequence diagram, Use Case diagram, Activity diagram, Class diagram and creating wireframes and mock-ups using tools like MS Visio, Balsamiq and Lucidchart.
• Proficient in use of SQL, SOQL (Salesforce Object Query Language) and SOSL (Salesforce Object Search Language) queries for extracting data from databases, use ‘SELECT’ queries and good knowledge of JOINS.
• Well versed in use of tools like Informatica, Jira, Sharepoint, Confluence, Salesforce Quip and Salesforce CPQ.
• Always encourage best software development approaches like TDD (Test Driven Development), BDD (Behavior Driven Development), Pair-programming, CICD (Continuous Integration and Continuous Deployment).
• In-depth knowledge of datawarehouse concepts that included OLAP (Online Analytical Processing) and its operations (Roll-up, Drill-down, Slice, Dice Pivot), OLTP (Online Transaction Processing), ETL (Extract, Transform and Load) process, Star schema and Snowflake schema, and Datawarehouse architectures (Global, Independent datamart, Interconnected datamart, Hub and Spoke, and Federated).
• Good knowledge of SOAP (Simple Object Access Protocol) and REST (Representational State Transfer) API’s with good understanding of JSON (Javascript Object Notation), XML (Extensible Markup Language) syntaxes, WSDL (Web Service Description Language) and UDDI (Universal Description, Discovery and Integration) for API (Application Programming Interface) documentation and API testing scripts using tools like Postman and Swagger.
• Extremely proficient in generating reports on worksheets, developing dashboards and stories in Tableau.
• Thorough understanding of Unit testing, Integration testing, White Box testing, Black Box testing, Grey Box testing, Smoke testing, Performance testing, Load testing, Stress Testing, Sanity testing, System testing, UAT (User Acceptance Testing), Regression testing, Alpha and Beta testing, Sandbox testing, Manual testing and Automation testing.

TECHNICAL SKILLS:

CRM: Salesforce

Salesforce Clouds: Marketing Cloud, Sales Cloud, Service Cloud, Commerce Cloud, Community Cloud, Pardot

Cloud Tools: Automation Studio, Journey Builder, Email Studio, Mobile Studio, Web Studio, Salesforce DMP, Advertising Studio, Content Builder, Social Studio, Datorama, Data.com

Databases: MySQL, Microsoft SQL, Mongo DB, Oracle

Team Collaboration and Documentation Tools: Jira, Confluence, Quip, Sharepoint

Design & Modelling Tools: MS Visio, Lucidchart, Balsamiq

ETL and Data Integration Tools: Informatica, Dell Boomi, Talend

API Documentation Tools: Postman, Swagger

SDLC Methodologies: Waterfall, Spiral, XP, RUP, Scrum, SAFe, LeSS

Business Intelligence Tools: Tableau 10, IBM Cognos, Power BI, Google Analytics, Microstrategy, Alteryx

Microsoft Office: Visio, Excel, Word, Power Point, Access, Sharepoint, Project

Languages: Apex, C, C++, C#, Python, R, PHP, Java

Web Technologies: Visualforce, HTML5, CSS3, Bootstrap, Django, Drupal, Node.js

IDE: IntelliJ, R-Studio, Eclipse, Visual Studio, Netbeans

Text Editors: Atom, Sublime Text, Notepad++

Operating Systems: 7, 8, 8.1, 10

Game Engines: GameMaker, Unity - 3D, Unreal

PROFESSIONAL EXPERIENCE:

Sr. Salesforce Business Systems Analyst

Confidential, Wilmington, Delaware

Responsibilities:

• Gathered requirements from the customer and SME’S (Subject Matter Experts) which included marketing cloud expert and Einstein analytics expert by performing elicitation techniques like interviewing, document analysis, introspection, benchmarking and market analysis.
• Lead on the relationship with client to define project vision, costs, timelines, deliverables, engagement planning, budgeting and define deliverable structure and content.
• Performed feasibility analysis to identify business process and capability improvement opportunities aligned to the needs of the business and gap analysis for comparing of actual performance with desired performance.
• Assisted the PO (Product Owner) in scope creation, requirements analysis, creating MVP, during backlog grooming meeting by decomposing the Epics into user stories, assisted team in writing user stories to be included in, and managed the product backlog.
• Worked with the PO and development team in deciding and negotiating the DOD (definition of done), definition of ready and acceptance criteria for user stories.
• Participated in all the scrum ceremonies like spring planning, daily standup meeting, sprint review, sprint retrospective, backlog grooming along with release planning and sprint 0 if only required.
• Ensured that licenses for Salesforce CRM, clouds and Dell Boomi were properly obtained and maintained by following all the rules, policies and guidelines of the client company as well as the Salesforce.
• Created and maintained Salesforce Quip document for team collaboration and progress report and guided the team members to use it in the most efficient way and delivered creative briefs and other necessary requirements documentation to support the development of digital strategy.
• Building campaigns for the customer onboarding in Journey Builder that mapped out customer journeys from the time he first visited the website, till the time he becomes the customer which included email marketing, digital advertising and promotional offers.
• Created UML diagrams which included sequence diagrams for defining the sequence of the events between the customer, the bank and the Banker, use case diagrams define the interactions of the customer with the Bank system and activity diagrams to illustrate the flow of the process.
• Assisted the designer and data analyst in constructing the data architecture of the cloud solution to be developed by providing the logical architecture for the system to be designed.
• Conducted ‘Transfer Domain knowledge’ to junior team member by conducting knowledge transfer sessions about Salesforce CRM, Digital Marketing and role of marketing cloud in enhancing digital marketing and digital advertising features.
• Kept the check on RTM along with forward, backward and bi-directional traceabilities.
• Assisted Scrum Master in maintaining project burnup and burn down charts which kept checks on project scope not getting expanded, project progressing in desired direction and to ensure whether all requirements are getting covered in test cases.
• Jointly responsible for creating test plans, test scenarios and test cases with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Performing UAT which included multiple-channel testing like email testing, SMS testing, video chat testing, social media feed testing for ads, etc.
• Successfully facilitated ‘Go-Live’ session with PO and created the documentation for post-go-live which included scheduled maintenance of licenses and manuals for Digital Marketer of the Bank.
• Used Datorama to analyze the marketing performance of the campaigns and then create reports and dashboards, customized it with control permissions for different stakeholders in the later part of the project.
• Managed day to day interactions with executive clients, sponsors and the team, seamlessly for project maintenance and support.

Environment: Salesforce CRM, Marketing cloud, Service cloud, Analytics cloud, Community cloud, Dell Boomi, MySQL, Oracle, Force.com, Email studio, Mobile Studio, Advertising studio, Web studio, Salesforce DMP, Google 360, Automations studio, Apex, Visualforce, Journey Builder, Data studio, Quip, Audience Builder, Segment Builder, Scrum, Sharepoint, Jira.

Sr. Salesforce Business Systems Analyst

Confidential, Jersey City, New Jersey

Responsibilities:

• Requirements gathering from the client and SME’s such as sales cloud expert, service and community cloud expert and Einstein analytics expert by conducting elicitation techniques like interviewing, prototyping, document analysis, interface analysis and paper white board prototyping.
• Facilitated brainstorming session with the stakeholders in order to get the clarity in designing the system for the chatbot functionality to embed with the website seamlessly and provide seamless engagements with the user.
• Actively participated in all the scrum meetings like spring planning, daily standup meeting, sprint review, sprint retrospective, backlog grooming and release planning.
• Created wireframes and mockups using Balsamiq to include the chatbot box in the screen space of webpage, thus modifying the web interface and making the UI team member understand about the required changes.
• Designed the personalized and customized campaigns for customer onboarding for new customers (first-time visitors) and customer retention for existing customers using Journey builder.
• Created the templates for emails and the content to be added in the email along with the segmented lists of email user using Email builder, Content builder, Audience builder and Segment builder.
• Managed all the project documents in Sharepoint enabling the right permissions to right stakeholders at the right time.
• Designed UML diagrams that consisted of activity diagrams, use case diagrams and sequence diagrams and assisted the data modeler in building up data architecture for problem solution that was to be developed by providing logical architecture.
• Designed the scripts for conversational dialogs, rules and custom scripts for the Chatbot to interact with the users.
• Maintained the Kanban board which helped in having transparency and one view of the workflow pipeline and team-sprint status by having fields like not started, work-in-progress (Design, Development, Testing), work done.
• Created test plans, test scenarios and test cases jointly with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Conducted UAT along with the testers to test whether the developed chatbot functionality is working as per the expectation set by the user.
• Creating the manuals for post- production so that the system maintenance can be of ease for the client which included detailed information about Salesforce and cloud licenses to be maintained.

Environment: Salesforce CRM, Service cloud, Sales cloud, Analytics cloud, Commerce cloud, Community cloud, Dell Boomi, MySQL, Oracle, MongoDB, Force.com, Email Builder, Apex, Visualforce, Quip, Audience Builder, Segment Builder, Scrumban, Sharepoint, Jira, Balsamiq, Einstein Discovery.

Salesforce Business Systems Analyst

Confidential, Las Vegas, Nevada

Responsibilities:

• Elicitation techniques used for gathering the requirements were interviewing, document analysis, introspection from the client and SME’s like marketing cloud expert and Einstein analytics expert.
• Facilitated JAD sessions (Joint Application Development) with the stakeholders to know more about the requirements regarding products area that need to be targeted, the audience profiles and left-out carts follow up.
• Client interaction was crucial to define project scope, costs, timelines and delivering creative briefs and other necessary requirements documentation to support the development of digital strategy.
• Created BRD and FRD based on the outcomes recorded following the JAD sessions and other requirement elicitation techniques.
• License maintenance for Salesforce CRM and marketing cloud were carried out in accordance by following all the rules, policies and guidelines of the client company as well as the Salesforce.
• Attended with full participation in all the scrum ceremonies like spring planning, daily standup meeting, sprint review, sprint retrospective, backlog grooming and release planning.
• Designed the retargeting campaigns for advertising and marketing along with the marketing cloud consultant and email specialist for promotional offers on the product categories for different items and left shopping carts.
• Co-created the content for the ads and emails with the Marketing cloud specialist using Marketing cloud tools like Email Builder and Advertising builder.
• Performed audience segmentation using segment builder and audience builder to categorize the audiences as per their stage in shopping. 85 segmentations were being identified and then categorized as per requirement.
• Conducted Feasibility study and cost-benefit analysis to identify business processes, their costs involved, and capability improvement opportunities aligned to the needs of the business as well as performed gap analysis for checking the measurement of actual performance to the optimal performance.
• Documents were maintained in Sharepoint for all the stakeholders with and managed the permissions for read and edit of documents.
• Assisted the PO during backlog grooming meeting by decomposing the Epics into user stories, assisted team in writing user stories and helping in managing the product backlog, worked with PO and developing team in deciding and negotiating the DOD, definition of ready and acceptance criteria for user stories.
• Designed the UML diagrams which included sequence diagrams, use case diagrams and activity diagrams and assisted the designing team in constructing the data architecture of the cloud solution to be developed by providing logical architecture for the system.
• Created RTM and conducted forward, backward and bi-directional traceabilities and maintained project burnup and burn down charts.
• Jointly created test plans, test scenarios and test cases jointly with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Facilitated UAT and was also part of testing team for performing user acceptance testing which included multiple-channel testing like email testing, SMS testing, email ads for promotions, etc.
• Successfully conducted ‘Go-Live’ session with PO and rest of the team as per release planning.

Environment: Salesforce CRM, Marketing cloud, Sales cloud, Service cloud, Analytics cloud, MySQL, Oracle, Force.com, Email studio, Mobile Studio, Advertising studio, Web studio, Salesforce DMP, Automations studio, Apex, Visualforce, Journey Builder, Data studio, Confluence, Audience Builder, Segment Builder, Water-Scrumfall, Sharepoint, Jira.

Salesforce Business Systems Analyst

Confidential

Responsibilities:

• Gathered requirements from the customer and SME’s which included marketing cloud expert, sales cloud expert by performing elicitation techniques like interviewing, document analysis, requirements workshop and benchmarking and market analysis.
• Attended and contributed in all the scrum ceremonies like spring planning, daily standup meeting, sprint review, sprint retrospective, backlog grooming and release planning.
• Assisted the PO in scope creation, performing requirements analysis and creating MVP and in backlog grooming meeting by decomposing the Epics into user stories, assisted team in writing user stories and helping in managing the product backlog as well as deciding DOD, definition of ready and acceptance criteria for user stories along with the development team.
• Performed gap analysis and feasibility analysis to identify business process, capability improvement opportunities aligned to the needs of the business and to map the current progress with required progress.
• Kept a check on licenses for Salesforce CRM, marketing and sales clouds to be adopted and maintained by following all the rules, policies and guidelines of the client company as well as the Salesforce.
• Created and maintained Confluence document for team collaboration and progress report and guided the team members to use it in the most efficient way.
• Drafted out and finalized the UML diagrams which included sequence diagrams, use case diagrams and activity diagrams and assisted the designer in building up cloud solution architecture to be developed by providing logical architecture for the system.
• Built RTM and conducted forward, backward and bi-directional traceabilities and maintained project/release burnup and burn down charts, sprint burndown chart, sprint task and increment task.
• Created test plans, test scenarios and test cases jointly with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Joined the testing team for UAT which included multiple-channel testing like email testing, SMS testing, push notifications testing, ads testing, etc.
• Successfully launched the releases with ‘Go-Live’ session as per release planning and product launch was a hit.

Environment: Salesforce CRM, Marketing cloud, Sales cloud, Analytics cloud, MySQL, Oracle, Force.com, Email studio, Mobile Studio, Advertising studio, Web studio, Salesforce DMP, Automations studio, Apex, Visualforce, Journey Builder, Data studio, Confluence, Audience Builder, Segment Builder, Scrum, Sharepoint, Jira.

Salesforce Business Analyst

Confidential

Responsibilities:

• Requirements gathered from the stakeholders like client, sales cloud expert by conducting elicitation techniques like interviewing, interface analysis, requirements workshops and paper white board prototyping .
• Worked with the PO for assisting in scope creation, costs, timelines performing requirements analysis, creating MVP and in backlog grooming meeting by decomposing the Epics into user stories, assisted team in writing user stories and helping in managing the product backlog.
• Also, worked with the product owner and developing team in deciding and negotiating the DOD, definition of ready and acceptance criteria for user stories.
• Participated in all the scrum ceremonies like spring planning, daily standup meeting, sprint review, sprint retrospective, backlog grooming and PI Planning.
• Ensured that licenses for Salesforce CRM and Sales clouds were maintained by following all the rules, policies and guidelines of the client company as well as the Salesforce.
• Performed feasibility analysis to identify business process and capability improvement opportunities aligned to the needs of the business and gap analysis to analyze the difference between actual and desired project course.
• Drafted out and finalized the UML diagrams which included sequence diagrams, use case diagrams and activity diagrams and assisted the designer and data analyst in formulating and building up data architecture of the final cloud solution to be developed by providing logical architecture for the system.
• Created and maintained Confluence document for team collaboration and progress report and guided the team members to use it in the most efficient way.
• Maintained the documents in Sharepoint for all the stakeholders and managed the permissions for read and edit.
• Built RTM and conducted forward, backward and bi-directional traceabilities and maintained project burnup and burn down charts.
• Test plans, test scenarios and test cases were created in conjunction with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Facilitated UAT for performing testing of multiple-channel testing like email testing, SMS testing, video chat testing social media feed testing for ads, etc.
• Successfully facilitated ‘Go-Live’ session with PO for the Mobile App for field sales reps.

Environment: Salesforce CRM, Sales cloud, Commerce Cloud, SQL, Oracle, Force.com, Apex, Visualforce, Data studio, Confluence, Scrum, Sharepoint, Jira.

Jr. Salesforce Business Analyst

Confidential

Responsibilities:

• Requirements were gathered from the stakeholders performing elicitation techniques like interviewing, document analysis, observation and introspection.
• Actively participated in release planning, spring planning, daily standup meeting, sprint review, sprint retrospective and backlog grooming.
• As per the captured and defined user requirements, created documents like BRD, FRD and RTM to conduct forward, backward and bi-directional traceabilities and maintained project burnup and burn down charts.
• Performed feasibility analysis to identify business process and capability improvement opportunities aligned to the needs of the business and gap analysis to keep a check on the measure of actual and required project progress.
• Lead on the relationship with client and PO to define project scope, costs, timelines, deliverables, engagement planning, budgeting and define deliverable structure and content.
• Managed and maintained licenses for Salesforce CRM by following all the rules, policies and guidelines.
• Created custom profiles and defined the roles for custom objects as well as configured standard objects.
• Assisted the PO in backlog grooming meeting by decomposing the Epics into user stories, assisted team in writing user stories and helping in managing the product backlog.
• Worked with the PO and developing team in deciding the DOD, definition of ready and acceptance criteria for user stories.
• Drafted out and finalized the UML diagrams which included sequence diagrams, use case diagrams and activity diagrams and created logical architecture.
• Created test plans, test scenarios and test cases jointly with the tester from the team and maintained the test suite by using Jira, where tickets for defect log and bug log were produced.
• Part of testing team for performing UAT along with other testers.
• Successfully facilitated ‘Go-Live’ session with PO and created the documentation for post-go-live which included scheduled maintenance of licenses and scheduled updates for app every three months.

Environment: Salesforce CRM, Oracle, Force.com, Informatica, Apex, Visualforce, Journey Builder, Data studio, Audience Builder, Segment Builder, Waterfall, Sharepoint, Jira.

Jr. Salesforce Developer

Confidential

Responsibilities:

• Worked closely with Salesforce administrator to configure the Territory Management system and managed the process of implementing improvements and new functionality in SFDC application.
• Managed change control across multiple sandbox environments and production environments.
• Used data import wizards to import data from Oracle and MySQL to the Salesforce CRM.
• Extensively used Salesforce Classic environment for creating territory profiles.
• Gained overall strong experience with all aspects of Salesforce including Apex Triggers and Visualforce templates for design, development and deployment in Salesforce CRM.
• Customized Salesforce custom objects, Salesforce data models, and development using Apex, Visualforce, SOQL and SOSL queries, data integrations, reports, dashboards, formulas, validation rules and workflows.
• Co-mapped the territories and cross-checked the territories, once they were created and configured as per the territory management plan along with the salesforce administrator.
• Responsible for code documentation and co-created SRS along with the other developers, salesforce administrator and business system analyst.
• Performed unit testing and integration testing as a developer and, also performed smoke testing, regression testing and sanity testing, which was extensively performed in sandbox environment.
• Generated project reports which were then used in Tableau to create advanced dashboards and data visualizations. mo
• Part of deployment team that deployed the thoroughly tested code into production environment.

Environment: Salesforce CRM, MySQL, Oracle, Force.com, Apex, Visualforce, Waterfall, Sharepoint, Jira, MS Office, MS Project, Data Loader, Data Import Wizard, Salesforce Classic, MS Visio, Tableau.